Troubleshooting the TX1310 65

Revised: March 2012, OL-21845-01

Contents

You may want to periodically test system components using the hardware and software tests available in the
Cisco TelePresence System (CTS) Administration
Troubleshooting window. This chapter contains information about troubleshooting TX1310 65 hardware and software.

Before You Begin

1. Obtain your IP address:

– From the Cisco TelePresence Touch 12 tap the following:

More > Status > System Status

2. Make a note of the IP address.

3. Enter the IP address in your laptop’s browser window.

4. Click Yes to accept all security connection messages.

Note You cannot perform diagnostics during an active Cisco TelePresence system call.

Before you begin testing and troubleshooting your system, check the system displays. All of the Cisco TelePresence System Administration interface Hardware Setup features require the use of the displays in the meeting room. Therefore, we recommend the following:

1. Verify that the displays work by using the Hardware Setup > Displays tests in this section.

2. If the displays are showing the correct images, you can proceed to testing the cameras, speakers, and microphones, as needed.

Note You must test the speakers before testing the microphones because the microphone test depends on speakers that are functioning properly. See the “Testing Speakers” section.

Configuring the TX1310 65 Table

Before you can set up the cameras in a Cisco TelePresence System TX1310 65 (TX1310 65) conference room, the Cisco TelePresence System (CTS) software needs to know the size and shape of the table in the room. A drop-down menu is provided that allows you to specify the shape of the table in the room and where participants will be seated.

Selecting the Light Level

When adjusting the images on the CTS display screens, you must take the color temperature of the ambient light in the room into consideration.

Sources of light in most rooms are produced by fluorescent fixtures or incandescent light bulbs that use tungsten filaments. Each of these light sources, and the amount of light in terms of lumens or watts, produces a different color temperature. This color temperature is sometimes expressed using terms such
cool
,
warm
, or
daylight
, but can be expressed more precisely in kelvins (K) as a numeric value.

The following temperatures can be selected for adjusting the image on the Cisco TelePresence display screens:

3500 K

4000/4100 K (recommended)

5000 K

6500 K

7500 K

Tip In many cases, the color temperature is printed on the light bulb. If you are unable to ascertain the type and color temperature of light bulbs in the meeting room, experiment with color temperature settings until the color and images on the display screen look lifelike.

Tip It is OK to try a few different color temperatures to see what looks best in the room. Remember, the Color Temperature setting only effects how the local participants see the display, it does not effect the way the room looks to remote participants.

Testing Cameras

The cameras are set up successfully when images are centered and in focus on the display screens and the white balance has been configured. The hardware setup software provides a camera Auto Adjust feature and a way to use targets to fine-tune the camera’s focus.

Use the information in the following sections to test and troubleshoot the camera for your system:

Arranging the Seat Alignment Guides

Conference participants should be seated in an area that is completely within the field of view of one of the three cameras. To ensure this requirement, Cisco provides you with Seat Alignment Guides. After you set up the cameras, you place these guides on the table; these guides show the field of view for each camera.

To place the seat alignment guides on the table, complete the following steps:

Step 1 Using a supported Internet browser, log in to the Cisco TelePresence System administration GUI.

Step 2 Select the correct table type by completing the following steps:

Step 3 Navigate to
Troubleshooting > Hardware Setup > Cameras
.

Step 4 Click
Start
to display the image of the cameras in the displays.

Step 5 Note the field of view for each camera.

Step 6 Using non-marking tape (for example, masking tape), tape a mark on the table that denotes the edge of the field of view for each camera.

Place this mark approximately 18 inches (46 cm) from the edge of the table, and point the line of tape at the camera.

Tip If you cannot determine the camera range, use this guide for marking the table: The focal range of the center segment is approximately 5 feet (152 cm) wide from where the participants sit. The focal range of each side segment is approximately 4 feet 6 inches (137 cm) wide.

Mark the table in four places:

Edge of camera view, left camera

Edge of view between left and center camera

Edge of view between center and right camera

Edge of camera view, right camera

Note If your table is narrow, omit the two markings on the outer edges.

Figure 1-5 Measuring and Installing the Seat Alignment Guides

Step 7 Place another piece of tape 18 inches (46 cm) from the edge of the table where the participants sit to form a tape cross on the table.

Step 9 Place the seat alignment guides on each of the crosses on the table. See Figure 1-5 for more information.

Step 10 Arrange the seat alignment guides so that the line on top of the guides point directly toward the camera.

Step 11 Fasten the guides to the table using one of the following methods:

Remove the adhesive backing from the underside of the guide and stick it to the table, making sure that the line on the guide points directly at the camera.

Attach the seat alignment guide anchor to the table, and place the guide on the anchor, by completing the following steps:

a. Using a 1/4-inch drill bit, drill a 1.125 inch deep hole into the center of each tape cross.

b. Remove the tape.

c. Screw the seat alignment guide anchor into the hole that you drilled, using the key that is included with the anchor.

d. Place the seat alignment guide on top of the anchor.

e. Rotate the anchor until the line on top of the seat alignment guide points directly at the camera.

Understanding Camera Setup Choices for Room Lighting

If your room has windows that contribute a significant amount of natural light, you can set your CTS to automatically compensate for variable lighting conditions. This compensation is an average adjustment and will not be as accurate as the color settings you select for a room that uses fixed, artificial room lighting.

Testing the Speakers

Step 1 Log in to the Cisco TelePresence System Administration interface.

Step 2 Choose Troubleshooting > Hardware Setup

Step 3 Click the Speakers radio button.

Step 4 Click
Start
to begin the speaker test.

Step 5 Click
Cycle Through Speakers
to have sound cycled automatically for 5 seconds on each speaker.

Step 6 Click
Manually Step Through Speakers
to test sound on each speaker.

Step 7 Click
Next Speaker
to progress to the next speaker.

Step 8 Click Stop to end testing.

Troubleshooting Speakers

Use the information in
Table 1-4 to troubleshoot problems with speakers.

Table 1-4 Troubleshooting Speakers

Problem

Possible Cause

Possible Solution

No sound is heard.

Speaker cable is not connected or is only partially connected.

Check that the red and black pronged ends of the speaker cable are securely fastened under their corresponding connectors on the speaker.

Check that the speaker cable is plugged into the correct receptor on the primary codec.

Tug on the plug to see if it is fully plugged in. Push the plug in firmly until a click is heard.

Sound heard at wrong speaker.

Speaker cable is not connected in the correct connector.

Check that the speaker cable is plugged into the correct receptor on the primary codec. Plug all speakers into the primary codec.

Sound is not synchronized with video.

—

Contact Cisco technical support.

Choppy audio during double-talk (when both sides are talking simultaneously).

Audio Echo Canceller (AEC) very briefly mistakes one of the speech patterns for noise and cancels it, resulting in choppy audio.

The audio from the remote side is slightly attenuated before it is played out the of the speaker.

The echo cancellation feature removes some of the sound from the talkers during the double talk.

Check whether there has been a change in the echo path (someone has moved the speaker or microphone, or maybe a laptop directly in front of a mic). Otherwise, this is expected behavior. The existing filter parameters should be enough to cancel out the sound from the speaker. However, during double-talk, echo cancellation will always remove some sound from the talker.

Testing Microphones

The microphones are set up successfully when each microphone registers sound. You must supply sound at each microphone to complete this test.

Note The number of audio meters that are shown on the test screen is determined by the number of microphones that have been configured in Unified CM and the version of Unified CM that you are running.

The Microphone Troubleshooting screen displays the number of microphones available for testing:

TX1310 65—3 “fixed” table-top microphones, 3 “positional” microphones that are mounted behind the top front cover above the display screen: left, right, and center. These microphones establish where the person who is speaking is seated to determine voice-activated camera switching.

By default, Cisco TelePresence uses 3 microphones for a conference that uses video. If you install more than three microphones, Cisco TelePresence uses those microphones for audio conferences only. Each microphone has a corresponding number of audio meters displayed on a single test screen. You can install up to 6 microphones on a TX1310 65.

Step 2 Log in to the Cisco TelePresence System Administration interface.

Step 3 Choose Troubleshooting > Hardware Setup.

Step 4 Click the Microphones radio button.

Step 5 Click
Start
in the Testing box to begin the test. The Microphone Calibration screen appears, as shown in Figure 1-6.

Figure 1-6 Microphone Calibration

Step 6 Click the Microphone Calibration button. A dialog box appears:

“Microphone Calibration will last approximately two minutes. Please ensure the room remains quiet during the test. Proceed?”

Note The room must be completely quiet to calibrate microphones. You may want to leave the room and close the door to carry out the calibration process to ensure complete silence in the room.

Each display in the meeting room should show an audio meter showing the audio level being picked up by that display's microphone.

The center display should show three microphones. A microphone that is not connected has a red slash.

The left and right displays should show three microphones unless the room is configured for seven microphones. If microphones at the far left or right are connected, they appear on the display with a yellow question mark.

Step 7 Click Ok to proceed with the calibration.

Step 8 Test each microphone by tapping gently with one finger.

Step 9 Click Stop to end the test.

Configuring Additional Microphones for Audio-Only Conferences

Cisco TelePresence uses three microphones for a conference that uses video. You can configure up to three additional microphones to use during audio-only conferences. Cisco TelePresence uses these additional microphones for audio conferences only.

To configure additional microphones for audio-only conferences, complete the following tasks:

Choppy audio during double-talk (when both sides are talking simultaneously).

Audio Echo Canceller (AEC) very briefly mistakes one of the speech patterns for noise and cancels it, resulting in choppy audio.

The audio from the remote side is slightly attenuated before it is played out the of the speaker.

The echo cancellation feature removes some of the sound from the talkers during the double talk.

Check whether there has been a change in the echo path (someone has moved the speaker or microphone, or maybe a laptop directly in front of a mic). Otherwise, this is expected behavior. The existing filter parameters should be enough to cancel out the sound from the speaker. However, during double-talk, echo cancellation will always remove some sound from the talker.

Testing the External Presentation Display

By default, presentations are displayed as presentation-in-picture (PiP) on the center screen of multi-screen main display systems. You can optionally add an external presentation display screen that displays the presentation instead of displaying it as PiP on the main display screen. This display is attached to the External Presentation Display HD video connection on the codec. See the Cisco TelePresence System TX1310 65 Assembly, Use & Care, and Field Replacement Unit Guide
. for more information.

Note If the video works for a few minutes and then stops working, your presentation device might use an unsupported video protocol. To see the list of displays that the TX1310 65 supports, see the release notes for your CTS software version on Cisco.com.

A PiP softkey will be displayed on the phone only if a PiP is active. Pip is not available for audio-only calls.

Testing Presentation Devices

The output for presentations is handled by projectors or auxiliary LCD displays. Input to the projector can be delivered through a Video Graphics Array (VGA) input device (such as a laptop computer).

Note You should run this test only if you have presentation display devices installed.

See the
Cisco TelePresence System Administration Release Notes
for a list of supported presentation devices.

The projector is set up successfully when the test pattern is displayed on the projection surface in the meeting room while running the test.

Tip When troubleshooting presentation devices, start with the projector test pattern to see if the projector is set up correctly and then proceed through VGA and document camera input tests as necessary.

Use the information in the following sections to test presentation devices:

It may take up to 15 seconds before you begin to see an image on the projection surface. The image should be fully formed after approximately 45 seconds.

If the test pattern is displaying correctly, you should see a grid projected on the projection surface. In the center of the grid, you should see a series of horizontal grey bars. You should also see a one-pixel wide green border around the outside of the grid.

If the green border is not visible, for systems with an Auxiliary Control Unit, do the following:

a. Click Stop Test to end the test. The Set LCD/Projector Defaults button is activated.

b. Click
Set LCD/Projector Defaults
. A dialog box opens alerting you that setting projector defaults may take up to 45 seconds. A menu will appear from the projector to select settings.

For systems without the Auxiliary Control Unit, use the projector remote control to change the following settings on the projector:

c. Picture adj: Overscan should be set to 0

d. Screen: Normal

Step 6 Click Set Projector Defaults to reset the projector to the default settings.

Troubleshooting Presentation Devices

The Cisco TelePresence System can display information from multiple input devices during a meeting. If multiple input devices are sending information, the projector displays the input from the last presentation device sending information. If an input device image is not being seen on the projector screen, try the following:

VGA devices—Unplug the device from the VGA cable, wait 5 seconds, and then plug the device back in

Presentation Devices

Use the information in
Table 1-6 to troubleshoot presentation devices.

Table 1-6 Troubleshooting Presentation Devices

Problem

Possible Cause

Possible Solution

Test pattern is not displayed.

Projector power switch is off.

Check projector power switch.

Switch the projector on/off rocker switch to the ON position.

Power cable is not connected.

Check to see if the LED on the top of the projector is illuminated. It can be either green or yellow.

If the LED light is not illuminated, make sure that the power cable is plugged in.

Video cable is not connected to the projector or to the CTS primary unit.

Check that the video cable is plugged into the projector and into the correct connector on the CTS primary unit.

Contact Cisco technical support if you are certain that the cabling is correct and power is applied to the system but no image is displayed.

Projector is set up to receive PC input instead of input from its video cable connector.

Use the projector remote control to configure the projector for HD Video input.

If your system includes an Auxiliary Control Unit, click Set Projector Defaults.

Object is blocking the path of the projector.

Remove any objects blocking the projector lens.

HD Video connector is not securely seated in the projector.

Seat the HD Video connector securely.

HD Video connector is not securely seated in the CTS primary codec.

Seat the HD Video connector securely.

HD Video connector is not inserted in the correct port on the CTS primary codec.

Tip Presentation devices automatically shut off when there is no longer a video signal to that presentation device. An on-screen timer counts down the remaining time to shut-down. The amount of time that it takes a device to shut down depends on your Unified CM configuration. Most CTS devices that support PiP shut down in 10 to 15 seconds after the video signal is removed. Devices on the CTS 3000 and CTS 3200 series that have black boxes associated with the auxiliary control take 5 minutes to shut down. See the Product Specific Configuration Layout section of the Cisco Unified Communications Manager Configuration Guide for the Cisco TelePresence System for more information about controlling presentation devices and associated displays.

Related Information

For more information about setting up and testing presentation devices, see the following documentation:

Testing Other Devices

Auxiliary Control Unit

The auxiliary control unit (ACU) controls the individual light units surrounding the displays in CTS conference rooms and enables the CTS to get more complete projector status information and to restores projector defaults.

To test the ACU:

Step 1 Log in to the Cisco TelePresence System Administration interface.

Step 2 Choose Troubleshooting > Hardware Setup.

Step 3 Click the Other Devices radio button.

Step 4 Click Start in the Testing box. The Auxiliary Control Unit (Current Status) is displayed, as shown in Figure 1-9. Individual light units correspond to the five port numbers of the Auxiliary Control Unit, Ports 1 through 5.

Figure 1-9 Testing the ACU

a. Check a box to select a specific port number.

Or

b. Click
Select All
to select all ports (and all light units) or
Select None
.

c. Click the
Refresh On/Off Status
button to update the on/off status of each port.

e. Click the
Reset Auxiliary Control Unit
to power cycle the Auxiliary Control Unit.

Step 5 Click
Stop
to end the test.

Verifying TX1310 65 Light Function

Each TX1310 65 has a built-in light fixture. This troubleshooting feature lets you see or change the status of the light.

To test the light fixture, perform the following procedure:

Step 1 Navigate to
Troubleshooting > Hardware Setup
.

Step 2 Click the
Other Devices
radio button.

Step 3 Click the
Light
tab.

Step 4 Click the Start radio button to begin testing the light.

If the light feature is enabled, the
Light State On
button is highlighted.

If the light feature is disabled, the
Light State Off button
is highlighted.

Step 5 Click the
Light State On
or
Light State Off
button to change the current state of the light.

Step 6 To end the test, click Stop.

When you end the testing, the state of the light reverts to its default setting as specified in Cisco Unified Communications Manager.

Troubleshooting Other Devices

Use the information in
Table 1-7 to troubleshoot problems with Other Devices.

Table 1-7 Troubleshooting Other Devices

Problem

Possible Cause

Possible Solution

Presentation Devices

Local presentation audio is not playing during a call.

The Secondary Audio Input Source setting may be wrong.

Check to see that the Secondary Audio Input Source setting matches the physical cabling.

Presentation fails to display in some resume scenarios.

This is expected behavior.

In early CTS software releases, a CTS with its presentation device plugged in would always ask to present when it did a resume.

Presentation device functionality is changed. When a CTS goes on hold, the presentation device takes note whether or not it was the active presenter:

If the presentation device was the active presenter when it went on hold, it will ask to present again when taken off hold and the presentation will be shown when the meeting resumes.

If it was not the active presenter, it will not ask to present and the presentation will not be shown when the meeting resumes.

Administration login can be slow when presenting during point-to-point secure calls.

This is expected behavior.

Administration CLI login can take as much as 60 seconds during point-to-point secure calls when a hold/resume is performed while presenting.

Tip Other devices automatically shut off when there is no longer a video signal to that device. An on-screen timer counts down the remaining time to shut-down. The amount of time that it takes a device to shut down depends on your Unified CM configuration. Most CTS devices that support PiP shut down in 10 to 15 seconds after the video signal is removed. Devices on the CTS 3000 and CTS 3200 series that have black boxes associated with the auxiliary control take 5 minutes to shut down. See the Product Specific Configuration Layout section of the Cisco Unified Communications Manager Configuration Guide for the Cisco TelePresence System for more information about controlling presentation devices and associated displays.

Managing Log Files

Tip If you are using Internet Explorer, remember to turn off Pop-up Blocker or configure Pop-up Blocker to allow the IP address before capturing system log files.

Use Log Files to view system operation (sysop) log files, Session Initiation Protocol (SIP) messages and log files from the Cisco TelePresence system. Click the appropriate tab at the top of the window to view the following information:

Sysop Log

To manage sysop messages:

Step 1 Choose Troubleshooting > Log Files.

Step 2 Select the Sysop Files tab to view system operation (sysop) messages, including call information, call statistics, and call errors for the Cisco TelePresence system. There can be up to 20 individual files saved on the CTS, and each file can contain up to 100,000 characters.

Step 3 Click the Download Sysop Files button at the bottom of the page to download the sysop log files. CTS Administration software then prompts you to do one of the following:

a. Open to view the sysop log files—The last 100,000 bytes of the log are shown. When you download Sysop Files, all available Sysop files will be downloaded.

Or

b. Save the sysop log files.

Log Files

Use Log Files to retrieve log files from the Cisco TelePresence system. Log files can be retrieved from the CTS or from the phone.

To manage log files:

Step 1Choose Troubleshooting > Log Files.

Step 2 Select the Log Files tab. The following fields are displayed:

Log Status—Shows the status of the log capture, including the percentage completed.

Time Generated—Shows the time of the most recent log file capture.

Problem—Problem Type drop-down menu contains the following:

– Audio (speakers, microphones)

– Video (displays, cameras)

– Phone

– Recording

– Other/Unknown

Figure 1-10 shows the problem types that you can select when downloading log files.

Figure 1-10 Select Problem Type Drop-Down Menu

Step 3 Choose from one of the following options:

None —Default. No log files will be captured unless a download option is selected. Figure 1-11 shows the log download radio button options.

Download existing log files—You must select this radio button to download logs.

Capture New Log Files—The system will capture but not download the log files.

Note You must disable Internet Explorer Pop-up Blocker to capture new log files with the Capture New Log Fils button.

Figure 1-11 Downloading Log Files

Step 4 Select the “Download existing log files” radio button and then select a problem from the Select Problem Type drop-down menu:

The File Download window appears prompting you to open or save the file. Click Save to send the gzip file to Cisco technicians to help solve the problem.

Or

Step 6 Select the “Capture new log files” radio button and then click the Capture New Log Files button. The following message appears:

“Collecting Cisco TelePresence system log files. This may take several minutes.
Please wait...”

The File Download window appears prompting you to open or save the file. Click Save to send the gzip file to Cisco technicians to help solve the problem.

SIP Messages

Use SIP Messages to view the current Session Initiation Protocol (SIP) messages log file. SIP request and response methods are used to establish communications between components in the network and ultimately to establish a call or session between two or more endpoints.
Table 1-8 and
Table 1-9 describe the SIP requests and message types.

To manage SIP messages:

Step 1Choose Troubleshooting > Log Files.

Step 2 Select the SIP Messages tab. The SIP Messages window appears.

Step 3 View a specific type of message in the SIP log file by doing the following:

a. Enter the filter where the SIP Message Type is by typing the name in the field provided. The Filter button is activated.

Or

b. Select the message type from the drop-down menu. The Filter button is activated.

c. Click the
Filter
button to view the SIP messages of the type you specified.

Step 4 Choose the number of messages to view at one time from the Rows Per Page drop-down menu. You can use the First, Previous, Next, and Last buttons to navigate through the message list with the Navigating Long Lists option. You can also Generate Detailed Message Reports.

Table 1-8 summarizes the SIP requests and methods supported by the Cisco TelePresence System Administration software. The first column lists the RFC that describes the SIP request messages or method.

Table 1-8 Supported SIP Requests and Methods

RFC

Request/Method

Description

3261

ACK

Confirms that the client has received a final response to an INVITE request.

3261

BYE

Terminates a call. Can be sent by either the caller or the called party.

3261

CANCEL

Cancels any pending searches but does not terminate any call currently in progress.

2976

INFO

Allows session-related control information generated during a session to be carried along the SIP signaling path.

3261

INVITE

Indicates that a user or service is being invited to participate in a call session.

3265

NOTIFY

Immediately upon successful accepting or refreshing of a subscription, a NOTIFY message is sent to communicate the current resource state to the subscriber. This NOTIFY message is sent in the same dialog as that created by the SUBSCRIBE message.

Provides a mechanism allowing the party sending the REFER message to be notified of the outcome of the referenced request.

3261

REGISTER

Registers the address listed in the To header field with a SIP server.

3265

SUBSCRIBE

Requests current state and state updates from a remote node.

3311

UPDATE

Allows a client to update parameters of a session, but has no impact on the state of a dialog. This request can be sent before the initial INVITE has been completed, thereby making it useful for updating session parameters within early dialogs.

Related Information

Testing Audio

You can test the system audio in your meeting room and send the results to Cisco Systems technical support for analysis.

Note Audio recordings can be made only while the CTS system is in a call.

To record audio:

Step 1 Choose Troubleshooting > Audio.

Step 2 Click Start Recording Audio to start recording all audio in the local meeting room including audio from remote meeting rooms. Recording will continue up to a maximum of two minutes unless you manually stop recording.

Note Both endpoints will beep periodically during the recording process and when audio add-in participants join the call.

Step 3 Click Stop Audio Recording to stop recording.

Step 4 After you complete the recording and download the results, send the results to Cisco Systems technical support.